Dear Pipsqueaks,
The following story proves exactly why hiring the right people is crucial in the rise or fall of any business/company...
We had found out earlier this morning - 31 Dec - that our voucher for Peking Duck at Hee Lai Ton Restaurant in Pudu expires today. Unfortunately and fortunately, we've been very busy these couple of weeks - obviously. It's end of the year, so of course hecticness is expected. However, it was ultimately our fault for missing the expiry date. That's why, when I tried to call the restaurant for a last minute booking or extension, I was quite certain the answer would be a no. Though honestly, there was 66.7% of giving me a positive experience out of this. How, you ask?
She could have said one of the following:
- Hi Miss, I understand your situation, but as I cannot make the decision, please let me check with my superior and I will call you back with an answer. (Whether the answer was a yes or a no, I'm already a satisfied customer that the service was there to help me regardless of the result).
- Hi Miss, I'm sorry to inform you that the voucher has already expired and we have been informed by our management of such calls. Unfortunately, we will not be able to accept the voucher, but hopefully you will still come and try our Peking Duck some time. (Even though the answer was a no, I'm okay with it. Why? Because she was polite and inviting. I'd leave the situation at that and would still look forward to checking out the restaurant in the future).
- No, expired already. Cannot use. Okay, bye.
And you can probably guess now which answer I got from the lady on the phone - no.3. Honestly, we understand it was our fault for missing the expiry, but you didn't have to be so rude. Despite me speaking in my most sincere voice in trying to make use of a paid voucher, your "I don't care" attitude cannot be any more of a push off. You know what? Even though it was our miss, it will turn into your miss now. How?
From this exchange, I learned that this restaurant only cares about money and is incapable of acceptable customer service. Mind you, this is the LAST day of 2013 - way to end MY year with your horrible service. I will now be repulsive towards visiting the restaurant, and not have any good comments about it if anyone asks. Really, it didn't have to end that way. It is just unfortunate you didn't hire someone capable of making a good connection with potential customers. It is unfortunate you didn't hired someone who has the ability to see the bigger picture.
What bigger picture? Well, what was the whole point of being on Groupon in the first place? It's to promote your restaurant's food, no? Unless you're really just on it in hopes for those who buy it to miss using their vouchers so to make that penny gain. Then, you are really pound foolish. What you hope to do is to get people to go and experience the restaurant - atmosphere and food! A taster in hopes to turn a first-timer into a regular.
Any business/company on Groupon who's goal differs from that is on it for the wrong reason, and it will backfire - just like this post.
Slightly off topic, but all related some what. A company requires a group of staff who sees and understands the "bigger picture". Otherwise, failure is inevitable. Everyone must be rowing in the same beat same direction to reach the destination. Logic-much.